Role Purpose :
- To offer 1st level IT support to contracted customers
- To help end-users by acting as a SPOC in resolving and / or addressing their IT issues and queries
- To provide support through email, chat, ITSM tool or phone
- To support our customers in the respective contracted languages
- To maintain and / or improve customer satisfaction by providing consistent support in relation to the issues presented
- To use and help improving the processes and procedures made available via the Knowledge Base documentation and other work rules or instructions and to efficiently search, identify and use valid solutions from any available sources
- To constantly monitor and escalate the issues, in accordance with the company processes, to ensure a high degree of customer satisfaction
Main responsibilities of the role :
Deal with software and connection-related issuesDeal with common IT (software / hardware) issues and queriesUse automated diagnostic programs to solve network programsUse helpdesk software to call with descriptions of issues, progress, and solutionsEscalate complex cases to other parties, internal or externalProvide 1st line technical support to customers taking inquiries by phone, ticket, chat and emailTroubleshoot basic computer related problems. Single point of contact for resolving customer issues related to the company’s services in an SLA-based environmentInteract with customers in inbound and outbound channels, through good relational and communication skills aimed at increasing customer satisfactionEscalate different cases to other specific solver groupsProvide accurate and creative solutions that meet pre-defined quality measuresSupporting a client by identifying issues raised, then responding, escalating as required, or liaising internally to ensure client enquiries are answered and resolved within agreed time guidelinesMain requirements of the role :
Good command of English and German both written and verbalEffective communication with clients at every levelAbility to find creative solutions to problems.An interest in the world of IT24 / 7 availabilitythe ability to work well with others and alone if neededanalytical thinking skillsto be thorough and pay attention to detailsexcellent verbal and written communication skillsto be flexible and open to changeto be able to use a computer and the main software packages(O365) confidentlyThe benefits of this role in addition to salary :
Language Allowance : gross HUF 60,000 / monthSZÉP Card Benefit : NET HUF 29,000 / monthSign-on bonus : HUF 180,000 grossUniqa Private Health InsuranceFitness pass : 8 free sessions per month in the Life 1 and Gilda Max gymsFree online training programmes on Linkedin Learning, Udemy and NorthStarFlexible hybrid working, remote work is possible.Multicultural environment with 25+ NationalitiesOur Employee Assistance Program can provide professional help with your mental and physical health, finances, and legal issues.TTDP (Technical talent development program)By submitting your application and filling out the link below, you consent to us storing and processing your personal data for future communication regarding this opportunity. You may be contacted later if your application is shortlisted. Your data will be handled in accordance with our privacy policy.